Engineer, Technical Support

Location US-VA-Chesapeake

Company Canon Info Technology Services

Canon ITS (CITS) is seeking a Technical Support Engineer (TSE) to manage internal knowledge of technical and non-technical issues, draft technical notices, act as a third-tier technical support agent for escalated issues from Operations, and serve as a point of contact for CITS and Canon USA business units regarding issues related to product and program quality. The role also includes assisting with TSR I, TSR II, and system support training.

Position: Full-Time, Salaried with Benefits
Location: Chesapeake, VA 23320
Workstyle: Hybrid (On campus Tuesdays and Thursdays)
Schedule: Monday-Friday, 8 AM-5 PM EST

- Maintain the quality and effectiveness of the content used in all CRM and Knowledge Management tools used internally by our support agents and externally by our customers.
- Be responsive to Consults, Operations Management, Quality Assurance, Training, and client Product Managers in assisting with troubleshooting, understanding, and resolution of product quality issues.
- To the extent possible, oversee the quality of products before their introduction to the market. Perform ongoing, comprehensive analysis of products, software, and manuals.
- Provide timely and detailed feedback to client product managers and work with product management to correct issues discovered, both before and after product launch.
- Closely monitor data feedback in all CRM and Knowledge Management tools to identify and track issues and trends.
- Provide timely reporting and analysis to Operations Management and client Product Managers regarding both routine and product-unique issues during the life cycle of products.
- Assist with training of customer support personnel as a subject matter expert, using in-depth knowledge of their assigned product lines
- Maintain reference materials and product documentation libraries, including manuals, drivers, technical documentation, and product information, to be used as a basis for knowledge content creation.
- Deal effectively with rapid change and respond appropriately and quickly to requirements, requests, and recommendations generated by client Product Managers and Operations Managers.

- An Associates Degree is required or post-high school technical or specialized education, which may be obtained in the first two or three years of college technical school or business school
- 2-4 years related experience
- Education and experience should involve extensive hands-on experience with additional specialized training in computer peripherals and/or PCs
- Strong organizational, analytical, and diagnostic ability
- Excellent communications skills (both verbal and written)
- Demonstrated computer programming proficiency (i.e. Visual Basic, C, HTML) preferred
- Strong knowledge of operating systems (i.e. Window, macOS, iOS, Android, and Chrome OS)
- Demonstrated ability to work on complex problems where analysis of situations or data requires an evaluation of intangible variables
- Industry certification is preferred (i.e., Windows, MS, or A )

Canon Information Technology Services, Inc. - The environment at Canon ITS is energetic and diverse. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers.

Statement of Policy on Equal Employment Opportunity

Canon is committed to providing equal employment and advancement opportunities to all qualified persons without regard to race, sex, marital status, sexual orientation or affectional preference, color, religion, national origin, age, disability, or veteran status, unless a bona fide occupational qualification exists. Our commitment is to assure full opportunity for all employees in order that they may achieve their highest potential and to assure progressive employment practices that conform to the letter and spirit of federal, state, and local laws regarding equal employment opportunities. Canon's policy is to:

Recruit, hire and promote for all job classifications without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Base decisions on employment so as to further the principle of equal employment opportunity.

Ensure that promotion decisions are made in accordance with the principles of equal employment opportunity by imposing only valid requirements for promotional opportunities.

Ensure that all other personnel actions (such as compensation benefits, transfers, layoffs, company sponsored training, education, tuition assistance, social and recreation programs) will be administered without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Workplace Accommodation Request - HR Accessibility - Reasonable Accommodation

Canon I.T.S. is committed to the employment and advancement of qualified disabled veterans and other individuals with disabilities. If you feel you require a reasonable accommodation to apply for a position with Canon I.T.S., please call our Toll-free TDD Support Line for the Hearing Impaired Monday - Saturday (excluding holidays) at 1-866-251-3752, Eastern time from within the US. For all other reasonable accommodation requests, please call 757-579-7127. You will be asked to provide information on the open position you are applying for online and the details on the reasonable accommodation you are requesting.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Canon ITS is a tobacco-free work environment.

Notice to Recruiting Firms/Agencies

Canon ITS typically recruits candidates directly, rather than through a third party recruiting firm or agency. Canon ITS will pay a recruiting fee only when a candidate is submitted for consideration to our company through our applicant tracking system, by direct invitation of Canon ITS, and if Canon ITS has a contract with the recruiter.

Canon is proud to be an equal opportunity employer. Minority/Female/Individuals with Disabilities/Protected Veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. To read more about employment discrimination protections under federal law, click here

#CITS

Hybrid - This position is full time and offers a hybrid work schedule requiring you to be in the office two company designated days a week and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.

#LI- #PM21

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